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Assign and update incidents

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Assign and update incidents

After an incident is added, it is reviewed to ensure that it is properly categorized
and prioritized.

Before you begin

Role required: itil, itil_admin, or admin

About this task

When you view an incident, you can see whether another user or users are viewing or
updating the incident at the same time. User presence

Procedure

To view incidents, navigate to Incidents and click the
type of incident list to view.

Click Open-Unassigned to see the list of incidents
that do not have anyone working on them.

The Incident list view displays several columns, including
Number, Category,
Priority, Incident state,
and Assigned to. You can personalize the list to add
more columns. For example, to see who resolved the incident, add
Resolved by.

(Optional)
To filter the list, use a quick filter or create a more detailed filter
query.

You can filter for all high-priority or critical incidents.

Open the incident to assign or update and perform any of the following
actions.

Option

Description

Assign a group

Click the lookup icon beside Assignment group
and select the group. Selecting an assignment group narrows down the
selection of users you can assign. Only members of the group are
available.

Note: The sys_user_group read ACL
calls the SNCRoleUtil function. The function checks
to see whether the group being reviewed contains either the admin
role or security_admin role. The function allows the user to view
the group only if the user has the same role. As a result, an itil
user cannot assign an incident to a group that has the admin role or
security_admin role (or whose parent has the role).

Assign a user

Click the lookup icon beside Assigned to and
select the user.

Categorize the incident

Select a value from the Category and
Subcategory fields, as appropriate.

Change the Impact or Urgency

Select the Impact or
Urgency values based on your organizational
guidelines. Changes to these fields can update the
Priority field based on incident data
lookup rules

Add a configuration item (CI)

Configuration items identify the service or item that is
experiencing trouble.